Complaints

This profile includes complaints for Chick-fil-A, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Chick-fil-A, Inc. has 369 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Chick-fil-A, Inc.

  5200 Buffington Rd Atlanta, GA 30349-2945

  
• 

  Chick-fil-A

  1913 5th Ave N Birmingham, AL 35203-2608

• 

  Chick-fil-A

  211 Lakeshore Pkwy Birmingham, AL 35209-7108

• 

  Chick-fil-A

  5260 Stockdale Hwy Bakersfield, CA 93309-2646

• 

  Chick-fil-A, Inc.

  3250 Airport Boulevard Springdale Mall Mobile, AL 36606

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through the Chick-fil-A mobile app on Saturday, November, 12, 2022, and chose Drive-Thru as the pickup method. I did not receive the **** salad or the large fry. Also, both sandwiches were missing cheese. I called the Chick-fil-A corporate office and spoke with ******* on Tuesday, November 15, 2022, in an attempt to get a resolution. ******* indicated she was sending a message to the restaurant and would request to have the owner contact me. I have not received any contact from anyone.

  Customer Answer

  Date: 11/23/2022

  I previously indicated in my complaint that I contacted Chick-fil-A corporate offices on Tuesday, November 15, 2022 and spoke with *******. It was my understanding that she was going to have  the owner of the location contact me. It is disingenuous, at best, that I would be asked by the company to do what I have already done only to replace the name with Chick-fil-A "CARES" when it does anything but. We are going on nearly two weeks and Chick-fil-A still has my money, but has failed to provide the goods for the money received.

• Initial Complaint

  Date:11/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited Chick-fil-A on 11/12/22 at the ************** at *********** location. Ordered two 12 count grilled nuggets. The location was busy, which was no problem, but we ended up getting the wrong order and had to drive back thru and spoke to the woman who took our order and said we could go back through and they would fix it at the window. We waited for a bit longer and the two gentlemen at the window tried to fix the order when someone shouted back to them that they needed to refund our order and re-ring it in and repay for our order. The guys at the window even looked a little surprised and then she shouted it again. I mean just all around terrible customer service and I then asked them to just refund my order and cancel the grilled nuggets and they said no problem. I called the location after about 15 minutes with no refund and was put on hold because the two managers on duty were on a conference call, at 12:45pm on a Saturday, and wouldnt be able to get back to me for 30 minutes and that I would have to come back in the location for the refund. Just a terrible experience overall and total lack of customer service. Very disappointed and I would like my refund for the food I didnt receive.

  Customer Answer

  Date: 11/22/2022

  I have contacted Chick-fil-A cares twice now. I still havent received a refund. I gave them the food back and told them to cancel the order and provide a refund. This has not happened. I left the location without food.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, November 4, 2022 I placed an order to be picked up at this location. The total came to over $83. I'm the manager of a group of people so I arrived an hour late to pick up my order, but was told it was no longer on the shelf for me. I stated that I was fine to have a cold order because I knew that these chicken nuggets could be microwaved. The manager told me that she didn't know what happened to my order. Soon after I spoke with the manager, the owner, *************************, came to speak with me. She told me that the only resolution was to place another order. I asked when I would be refunded for the first order that they lost and she said she would not refund my money. The only resolution would be to spend another $83 at her store. She then walked away from me and kept my money. This is the 3rd time at her store I've paid for something and didn't receive it. The first 2 times it was just a vanilla milkshake so I didn't get upset. They said next time I came by to remind them they forgot my milkshake and they would replace it. Seemed like a simple mistake so I wasn't upset. Sounds to me like ************************* is a thief. I should have called the police and regret not doing so. She stole $83 from me that day.

  Customer Answer

  Date: 11/22/2022

  I did reach out to that number and I have yet to receive communication in return. 

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time in a row that I have ordered from this location and my order has been messed up. I order on my lunch ( which I have 30 mins) I can't go back to the store when I find out something is wrong/cold/ or missing. The last time I went both my fries were cold and had zero salt. I did not request them without salt. This time I went they gave me the wrong sandwich and yet again my fries were cold, my drink had no ice in it. I filed a complaint the first time and never heard anything back. I am requesting a full refund for all my meals.

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed an order directly through the Chick-Fil-A app. After waiting for over an hour. I contacted the store to see what the hold up was with my order. I was hung up on the first time in the middle of me trying to explain my situation. I called back and no answer. I called back again and was told to call back because they were busy. They were extremely rude and would not listen to what I had to say. Below I have attached my call log so that you can see that I had contacted them several times before they would help me figure out what happend with my order. I finally did get a hold of the manager ******* who was just as rude as her team. She was very impatient and seemed to have had an attitude as if I was bothering her. All I wanted to know was where my food was that I had paid my hard earned money for? I have never encountered such discourteous customer service in my life. She actually said to me "Well I don't know what you want me to do?" "All I can do is send the driver back out but it will be over an hour because she has other runs" Not once did she apologize for her driver delivering my food to the wrong address. When the driver arrived she rolled her eyes at me and said "I did deliver your food to ************************************* and its a house and not townhomes" I told her that infact she did deliver to an incorrect address and pointed to my gate with my unit number on it. She sholved the food in my hand and never showed any empathy for her mistake. I was treated like the scum of the earth over something that was clearly their fault. It's ashame that Chick-Fil-A employ such haughty people. When I did get my food it was cold and I live less than 2 miles from the establishment. The experience ruined my day, mood, and the way I view Chick-Fil-A. Shame on them!

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I downloaded a chickfila app in *********************************************************** to the program. It was sent to the email I joined with ********************* I have used this app when purchasing food which gives you "points" to be used toward future purchases. In Approx June of 2022 my account was deleted by the company and I lost approximately ****** points. I have spent approximately 6-7 hours with their customer support team over the last few months and have placed 13 phone calls to them in an attempt to restart my account and get my points back. I have provided multiple pieces of evidence that show I had an account but the company now says I never had an account with the email ********************* Although I have receipts and emails from them stating otherwise. I am asking them to give me back my balance of ***** points.

  Customer Answer

  Date: 11/08/2022

  I have worked my complaint out with Chick-fil-a. ********

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Chick-fil-A located in ***********, ** (*********************** #*****) on 10/15/2022 where I did not receive my food or refund (order ********) for the money I paid for the food. I arrived at the location at 2:30 PM and waited in the drive thru line for about 10 minutes (just sitting and ordered had not been taken). I then went in and waited about 5 minutes for my order to be placed. I placed my order at 2:45 PM and waited for another 10 minutes and still didn't receive my food. I approached the manager on duty (***************) and asked for a refund. She was going back and forth with the register where I just replied I had to leave to deal with it later. When I was able, I called the location twice and no one answered entering a voicemail. I then called Chick fil-A customer care number to officially file a complaint and to put on record what happened at the location. The representative advised the restaurants were independently owned and operated stating that my issue was being sent to the location for my refund/follow-up. I reach out to the restaurant again today (3 days later) and received the voicemail again. I called back to customer care and was advised that it is on the location to contact me. I explained that this being Chick fil-A's brand that someone needed to assist with what was going on. The representative told me she would send another message to the location and I would just have to wait. I then reached out to Chick-fil-A's corporate office where the receptionist advised it was nothing she could do and warm transferred my call to customer care while I was still talking which I found extremely RUDE! I enjoy Chick fil-A and have praised them for their customer service and efficiency for many years now. I am very disappointed in the service and how hard it is to get in contact with leadership. I believe that though the restaurants being independent, the leadership should care about its brand. I would simply like my refund at this point.

  Customer Answer

  Date: 10/18/2022

  As stated in my complaint, I contacted Chick fil-A Customer Cares twice and actually called the corporate office where I was transferred back to customer care. 

• Initial Complaint

  Date:10/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I added a card to my chick fil a app and it put a hold on my payment (like if you were to rent a car, they would put a hold on your credit card). The bank says its a hold being placed by chick fil a and there is nothing the bank can do unless it posts or chick fil a removes it.I have contacted chick fil a over multiple days, each agent not seeing anything on the account because its a pending hold and they can only see posted items. So they tell me in a professional way to s**** off. I keep trying to find an agent that understands it needs to go to someone behind the scenes. Chick fil a has blocked my number for attempting to find an agent that can help me because I have called a few times each day trying to find an agent that isn't a trained monkey and can open a ticket

  Customer Answer

  Date: 10/18/2022

  yes I contacted chick fil a cares. The agents can't see it so they don't know what to do. Its a back office thing but no one can seem to understand that

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Restaurant Number: ***** Spent $35.91 at around 7pm 10 days ago, for 2 spicy chicken sandwich meals, salad, and nuggets. (nothing special) the meals were brought out to us when we were still the 3rd car approaching the window. Our drinks took more than 5 minutes after that. When I said something to the drive-thru staff, I was merely told that the lady making my frozen lemonade was an expert with deserts. as of that would have possibly mattered. All-in-all they made it clear that they did NOT care about serving my meal properly. I guess I was supposed to believe that they were actually creating the beverages there. After the frozen lemonade arrived, we had to ask AGAIN for the strawberry lemonade, which STILL was not brought out until we asked for it yet again. When it finally arrived, we left angrily. That beverage turned out to be just a regular lemonade, and the food was quite cold. The response to my complaint was dismissive, with a "thank you for giving ** another chance" email, sent from a NO REPLY account. I am NO longer interested in their apologies, or their believing that they DESERVE another chance! I want to believe that they CARE about the fact that I did NOT receive what I paid for, as well as my wasted time, and spoiled evening! Even MORE importantly, we would like to believe that they have the INTEGRITY to do the right thing.

  Customer Answer

  Date: 10/18/2022

  Of course I did, and THAT was where the message thanking me for giving another chance came from. They also promised that the restaurant would follow-up in 2-3 business days. Of course that was 10 business days ago, and NOTHING whatsoever. It's sad to see that once-outstanding chain lowering their standards as they appear to be doing...

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had did a online order at chic fila at ******** ** ************************************** the app and for some reason I could not pay with a card,so I had to load money on the chic fila card on the app of $100 and never got it but it came out of my bank and I checked my history at chic fila and it shows that they took the $100 .so I called my bank at tower federal and they will not return my money...so I called chic fila and the women told me that there is now way for them to return the money..

  Customer Answer

  Date: 10/06/2022

  Yes I have contacted chic ***** customer service line twice